Program Administrator

Role Overview

• Deliver Reliable Client Program Support
• Serve as a primary point of contact for Dealers, Independent Repair Facilities, and customers via phone and email, aligned to defined SLAs and client expectations
• Provide clear guidance on program rules, eligibility, and technical website issues tied to active automotive programs
• Maintain consistent follow-through on inquiries so issues are resolved, not just acknowledged
• Conduct semi-scripted outbound mystery shop calls to dealers and independent repair facilities
• Observe and assess customer service interactions against program guidelines
• Capture findings accurately to support quality and program improvement efforts
• Work across multiple systems simultaneously, including client-owned platforms and OneMagnify tools
• Use Salesforce Service Cloud to manage contact records, cases, and follow-ups
• Apply solution-focused thinking to identify root causes and escalate issues appropriately
• Facilitate dealer and customer rewards programs, including processing financial payouts as defined by client programs
• Ensure data accuracy and compliance when handling sensitive personally identifiable information (SPII)
• Partner with operations and delivery teams to keep programs running smoothly end to end
• Communicate regularly with OneMagnify teammates through Microsoft Teams, email, phone, and on-camera meetings
• Share patterns, issues, and feedback that help improve program execution and customer experience
• Operate within OneMagnify’s quality standards and documented work practices

Requirements

• High school diploma or equivalent experience
• At least 3 months of customer service experience in a call center, operations, or client-facing environment
• Clear written and verbal communication skills with a focus on follow-through
• Comfort working in Microsoft Outlook, Word, and Excel
• Ability to navigate multiple systems and resolve basic technical issues in a remote setting
• Experience handling sensitive customer information with care and discretion
• A customer-first mindset balanced with accountability to process and accuracy
• Demonstrated initiative in day-to-day work

Tech Stack

• Cloud

Benefits

• Flexible work arrangements